Operations Support Engineer - Ashburn, VA

The Operations Support Engineer works with ticket handling and closure of tickets, and with following up on the monitoring of ticket fulfillment, operational events and incoming customer concerns.

The Operations Support Engineer is responsible for the whole process of following up on the resolution of tickets, responding to customer concerns, and closing tickets. In addition, the Operations Support Engineer shall support the Trust-as-a-Service operations team in meeting SLA targets and service operations KPIs, escalating issues when needed.

The ideal candidate will have strong technical expertise in Utimaco services, products, and solutions, along with excellent verbal and written communication skills. A collaborative mindset, strong customer service orientation, and effective listening abilities are essential. The role also requires strong problem-solving skills and the ability to clearly explain technical concepts in a pedagogical and accessible manner.

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• All levels of support (depending on seniority), including ticket handling, changes, incident and problem resolution in collaboration with the Service Operations Service Development teams and other relevant stakeholders.
• Active monitoring of incoming customer concerns and alerts, etc. including completeness and accuracy of documentation related to incoming customer concerns
• Escalate incidents, problems and changes to relevant stakeholders such as 3rd line of support (Service Development) in timely manner when product changes or deeper analysis is needed
• Drive and lead customers and partners in how to use Utimaco services and products and demonstrate values, benefits and possibilities that drives customer satisfaction and potentially drive future up-sell
• Ensure quality in the customer delivery and advise and consult customers and partners from a technical aspect
• Drive standardization by documenting work instructions and guidelines to be utilized by customers and for internal use.
• In-depth technical support and advanced technical troubleshooting and analysis
• Ability to handle break/fix support cases
• Simulate customer problems in the test environment and analyse integrations on 1st and 2nd level
• Reports customers problems and recommends fixes to Service Operations and Service Development teams
• Support the continuous improvement and maintenance of our support infrastructure (knowledge base, support portal, support maintenance)
• Continuously learn and understand the Utimaco services & products, encryption solutions and general security practices
• Partner up, collaborate and coach global support colleagues as well as other internal and external interface when needed.
• Perform regular documentation of service operations activities and ensure knowledge sharing within Utimaco Professional Services
  
  

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Utimaco, Inc. is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. Employment decisions are made without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability status, veteran status, genetic information, or any other protected characteristic as defined by applicable laws.

We welcome applicants from all backgrounds and strive to ensure that our hiring practices are fair, transparent, and free from discrimination. If you require accommodations during the application process, please contact HR-US@utimaco.com.

Utimaco is an international provider of IT security solutions and cybersecurity technologies with headquarters in Aachen (Germany) and Campbell (USA). For over 40 years, we have been developing innovative solutions for the protection of people, data and communications that meet the highest standards. We are the world's leading manufacturer of hardware security modules and compliance solutions in a wide range of industries such as automotive, banking, telecommunications and many more.

With our global network of partners and customers, we contribute to making digital information and infrastructures secure worldwide. Become part of our team and help us make the digital world more secure - together we are shaping the future of IT security.

We Offer

• 99% Employer paid premium for Medical, Dental and Vision benefits
• 401k Match
• FSA and Dependent Care
• Short-Term Disability, Long-Term Disability, Life Insurance and AD&D
• Employee Assistance Program
• Generous PTO and Holiday Policy
• An open and friendly corporate culture characterized by constructive and collaborative interaction
• A flexible working hours model that can be adapted to individual needs
• Professional and personal development through targeted training opportunities
  
  

Our Core Values

• Deliver Secure and reliable cybersecurity solutions
• Acquire Excellence through customer focus
• Innovate with passion
• Collaborate and be professional
• Be open and honest